Lumo Energy is an Australian company that caters to the energy demands for residential as well as business customers in Victoria, South Australia and Queensland. Their gas plan even picked up a 2019 Mozo Experts Choice Awardin the small business gas category.
Lumo Energy started its operations in 2004 as an electricity retailer in Victoria and gradually expanded its reach by selling electricity as well as gas to almost half a million customers in Australia.
At present Lumo Energy gas plans are available to customers located in Victoria.
You can pick from a number of gas plans or dual fuel bundle for your home with Lumo Energy. The different deal options vary for different states and generally depend on whether you:
Gas
| Velocity Flyer pointsVelocity Flyer points | Ideal for those with an unending quest for wanderlust, Lumo Energy offers a plan that can bring you closer to your next vacation. Lumo has partnered with Virgin Australia's Velocity Frequent Flyer program to offer a package which not only gets you 10,000 Velocity Points when you sign up, it also gives you 6 points for every dollar that you spend with Lumo. |
| Advantage OnlineAdvantage Online | Lumo Energy’s exclusive shopping program called Advantage Online gives you access to multiple discounts on gift cards, movie tickets and even holiday packages. When you sign up to Lumo Advantage, Lumo Velocity or the Lumo Life package, you automatically also get signed up to Advantage Online. |
| Multiple payment optionsMultiple payment options | There are several convenient options to pay your gas bill with Lumo Energy. You can make your payment using direct debit, BPAY, Credit Card or Centrepay. In case you are not too comfortable with online or phone banking techniques, you can also choose to mail your cheque or walk into one of the many Australia Post outlets yourself to pay the bill in person. |
| Rebate schemesRebate schemes | If you’re a customer who is having trouble paying their gas bill due to a difficult financial situation, you can reach out to Lumo Energy for support. Lumo has a special Energy Account Support and Enquiries (EASE) team, which provides access to financial services and support options for customers who are in need. If you feel you need help to pay your energy bills, you can call the EASE team to understand the eligibility criteria and application procedure. |
New customers can easily switch their gas plan from their current provider to Lumo Energy as long as you are located in Victoria. You can arrange for the switch by filling an online form or calling Lumo directly to understand the different plan options in your area. If you apply online, you will hear back from them within one business day.
If you’re an existing customer, you can get your plan moved quite conveniently when you are moving homes. You can ask for a transfer online or over the phone if you are moving in five or more business days. But if you need the move to take place more urgently, you’ll have to call to make sure your connection also gets moved in time. You can call Lumo’s energy consultants anytime from Monday to Friday, between 8.30 am and 7 pm.
The Mozo community has rated Lumo Energy’s energy related products and services on different specifications ranging from pricing and bill clarity to customer satisfaction and green energy.
They have repeatedly overcharged me claiming the bill is accurate. On one occasion I rang to challenge the bill. The person could not have been less helpful or more infuriating. I explained the bill could not be correct as the only gas I used was...
They have repeatedly overcharged me claiming the bill is accurate. On one occasion I rang to challenge the bill. The person could not have been less helpful or more infuriating. I explained the bill could not be correct as the only gas I used was for my hot water & hydronic heating unit. As this had not been working for the entire billing period I had used precisely no gas. They then asked if I was suggesting I had a gas leak. I said no that I was suggesting their bill was incorrect. She then went on in detail to tell me someone could be sent to check if there was a gas leak. This would be free of charge if a leak was found but would cost me $99.00 if there was no leak. I told her I did not want this as I did not believe there was a gas leak. We then spent a while going around in circles as I reminded her she had suggested there was a gas leak not I and that I believed the bill was incorrect. After at least 45 very frustrating minutes she told me the bill was actually an estimated bill. We then had a fruitless discussion as to why they did not engage people who would actually read the meter. I did not pay that bill. They did actually read the meter. Even though I did not pay that grossly inaccurate and highly misleading bill, I then had very little to pay for the next bill as they had overcharged me to such a degree on the bill or bills prior to the one prompting my complaint. The above was not an isolated event. I also received another bill which was much greater than for the same time the previous year. I had been away for quite a period and as stated above only have a single gas device. As I did not heat my house or use hot water while away the bill was clearly incorrect. After much time and frustrating effort they again acknowledged it was an estimated account. I told them I would pay the next bill based upon an actual reading. Again that account was a mere shadow of the former highly inflated account. You must wonder why I have not changed providers. I have bipolar disorder and am frequently unwell. This interferes with my ability to organise my way out of a paper bag much less take on an energy company with its might and power and obvious obscuration of the facts. When I finally did arrange to change, on the day I was due to switch over, I received my first spontaneous call from the company from someone who actually wanted to do some of assistance to me. Even on this occasion they annoyed and upset me as they offered me a significantly better deal, not because I was a loyal long standing client but because, otherwise, I would have changed companies. When I said this was an extremely disappointing policy and approach to customer service the response was that it was company policy and everyone did it that way. I as I do not know the policies of other companies, how do I know whether or not this is true. As the deal they offered was significantly better than the one offered by the other company and as I have lost my job due to my illness and very severe repeated bouts of depression, I stayed with them. It however does not leave me with a warm gas fuelled hydronically heated glow about Lumo Energy. If I was well enough I would try to find a better provider.
Janette, Victoria, reviewed about 1 year ago
Amazingly consistent charges , always reasonable and balanced . Believe they are the fairest and most honest providers . Would never consider changing to anyone else.
Amazingly consistent charges , always reasonable and balanced . Believe they are the fairest and most honest providers . Would never consider changing to anyone else.
Terence, Victoria, reviewed over 2 years ago
Claudia, Victoria, reviewed over 2 years ago
been with them for over 4 years and never had a problem
been with them for over 4 years and never had a problem
Jordan, Victoria, reviewed over 2 years ago
Emily, Western Australia, reviewed over 2 years ago
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Don’t let an inefficient gas plan burn a hole in your pocket. Compare Lumo Energy’s gas plans with other providers in your area and see what works best for your home. Simply type in your postcode into Mozo’s free gas comparison tool and see the results.
